TelVox Chat privacy policy

TelVox Chat (formerly TheMessenger) is a WhatsApp Business platform that lets marketing, sales and support teams talk to their customers on WhatsApp, with broadcasts, a shared inbox and chatbots. It is built and run by Renav Limited (“Renav”, “we”, “us”) and is part of our TelVox product range at telvox.dev.

This policy explains what personal data TelVox Chat handles, why, who we share it with, how long we keep it and your rights.

• Renav Limited, registered in England & Wales, company number 08758164
• Registered office: 449 Honeypot Lane, Stanmore, England, HA7 1JJ
• Privacy questions and requests: hello@renav.co.uk

In this policy, a client is a business that has an agreement with us to use TelVox Chat, a user is a person who signs in to TelVox Chat on a client's behalf, and a contact is a person a client talks to on WhatsApp through TelVox Chat. For our website, renav.co.uk, see our privacy & cookie notice.

For the messages and contacts our clients manage in TelVox Chat, we are a processor. The client decides what data to collect, who to message and why; we handle that data only to provide the service, following the client's instructions and our agreement with them. If you are a contact and have a question about your data, please ask the business that messaged you first. We'll help them answer.

For our clients' account, user and billing details, we are a controller. We decide how that data is used, as described below.

• Account and user details: the client's business name and contact details, and each user's name, email address, phone number, role and sign-in details.
• Client data (processed for our clients): contacts' WhatsApp phone numbers and profile names, the messages, images, documents and other media sent and received, message templates, tags, notes, opt-in records and delivery and read status.
• Billing details: plan, invoices and payment records. Card and bank details are handled by our payment providers, Razorpay and Stripe; we don't store full card numbers.
• Technical and usage data: IP address, browser and device details, and logs of activity in the app, used to keep the service secure, fix problems and improve it.
• Support conversations: what you send us when you ask for help.

• To provide TelVox Chat: sending and receiving messages, storing conversations and running the features a client uses (our contract with the client).
• To bill for the service: invoices and payments (our contract, and our legal obligations to keep financial records).
• To keep the service secure and working: preventing misuse and fraud, troubleshooting and improving the product (our legitimate interest in running a reliable, secure service).
• To tell clients about TelVox Chat: service notices, and occasional product news to business contacts, which you can opt out of at any time (our legitimate interest).
• To meet legal requirements: where the law requires us to keep or share data.

TelVox Chat sends and receives WhatsApp messages through the WhatsApp Business Platform (Cloud API), run by Meta. We connect to it through our WhatsApp Business Solution Provider, Interakt, operated by Jio Haptik Technologies Limited in India. Interakt and Meta process message content and contact details to deliver messages, and Meta handles them under its own WhatsApp Business terms and policies.

Clients are responsible for having their contacts' permission to message them, as WhatsApp's Business Policy requires. Contacts can block a business or stop its messages from within WhatsApp at any time.

Some TelVox Chat features use artificial intelligence provided by OpenAI. When they are used, the relevant message content is sent to OpenAI to produce the result, and the result is returned to TelVox Chat. Under OpenAI's terms for its API, data sent this way isn't used to train OpenAI's models. OpenAI processes it on our behalf and may keep it for a limited period to monitor for abuse.

TelVox Chat data for clients in India is stored on servers in India, and data for clients in the UK is stored on servers in the UK.

Some of our providers process data in other countries: Interakt in India, Meta and OpenAI in the United States and elsewhere, Stripe internationally and Razorpay in India. Our team in Ahmedabad, India, may also access data to provide support. Where UK personal data is transferred outside the UK, we rely on UK adequacy regulations (including the UK Extension to the EU–US Data Privacy Framework, where a provider is certified) or on safeguards approved by the ICO, such as the International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses.

We don't sell or rent personal data. We share it only with:

• Meta (WhatsApp Business Platform), to send and receive messages
• Interakt, by Jio Haptik Technologies, our WhatsApp Business Solution Provider
• OpenAI, for AI features
• Our cloud hosting providers in India and the UK, to store and run the service
• Razorpay (India) and Stripe (international), to take payments
• Authorities and advisers, where the law requires it, to protect our rights or prevent fraud, or as part of a sale or reorganisation of our business, in which case this policy would continue to apply to your data

• Client data (contacts, messages and media): for as long as the client's account is open, and deleted as soon as the account is closed.
• Account and user details: while the account is open, then deleted when it closes.
• Billing records: 6 years after the end of the financial year they relate to, as tax law requires.
• Support conversations: 2 years after the last contact.

Data is encrypted in transit, and access is limited to the people who need it to run and support the service. We review our security measures as the service and threats change, and we'll tell affected clients without undue delay if a breach affects their data.

Under UK data protection law, you can ask us to:

• give you a copy of the personal data we hold about you
• correct it, or delete it
• restrict how we use it, or object to our use of it
• give it to you, or another organisation, in a portable format

If you're in India, you have similar rights under the Digital Personal Data Protection Act 2023, including to access, correct and erase your data and to raise a grievance with us.

Email hello@renav.co.uk to make a request; we'll reply within one month. If you are a contact of one of our clients, we'll pass your request to that client, as they control your data. You can also complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint or 0303 123 1113, or to the data protection authority where you live.

TelVox Chat is a service for businesses and isn't intended for children. We don't knowingly collect children's data for our own purposes.